19 - 21 November, 2018 | Hilton Stockholm Slussen, Stockholm, Sweden

Pre-Conference Workshop Day: The Future Of CX

13:00 - 13:45 REGISTRATION, WELCOME REFRESHMENTS AND EARLY INTRODUCTIONS

13:45 - 14:15 SETTING THE SCENE DISCUSSION: What does it mean to "futureproof" your Customer Experience?

“Futureproofing” your CX strategies is on everyone’s mind and the concept is pretty straightforward: How do we create a strategy that is going to be sustainable in the long run for your organisation and your customers? Let’s deep dive into what it actually means to futureproof your CX and what that
entails.

Breaking into small working groups of 4-5 people, you’ll have the chance to discuss what you will need to consider to ensure your CX is “futureproofed” – including looking at the stages of your customer journey, as well as how your internal processes are aligned to ensure both short and long-term success. Following this discussion, a nominated spokesperson from each table will present your findings to the audience, allowing everyone to benefit from the discussions taking place.

14:15 - 17:00 WORKSHOP: DEVELOP YOUR COMPANY SKILLS TO DELIVER A SOLID CUSTOMER EXPERIENCE

Katrin Berg - CX Expert, Former Head of Customer Experience at PostNord Independent Consultant
What does it take to create an outstanding customer experience? It is not achieved over night; it is not a one-off project or having someone always focused on fixing the daily issues in customer interactions. Reaching a solid customer experience is a journey of transformation over time. It is often a challenging job to lead this transformation and requires a diverse company skillset. Highlighting this internally and focusing on developing your skills will speed up your transformation and put your CX ahead of others.
 
In the workshop we will explore:
·         The CX skillset you, as a company, should develop to reach your CX vision
·         Ways to assess the status of your company’s present skills
·         How to improve your CX skillset and next steps in practice to move your company to the next phase of maturity

Who is this for? No matter if you are the Chief Customer Officer or a Customer Experience manager, or simply an advocate in this or any other area within your business, you will get a better understanding of how to develop and further your CX skills and the importance of doing so.

About your workshop leader - Katrin Berg:
Customer Experience beats price and product! Customer Experience is essential for a company’s long-term competitiveness and profitability. I truly believe in the connection between engaged employees, an outstanding customer experience and a prosperous and innovative business. I set up the customer experience program in PostNord Group and right now releasing a book on how to develop your company skill set to deliver a solid customer experience. The book is based on interviews with a number of successful Swedish companies. CX involves all employees, all functions of a company and its constant development. I learn every day, that is why I love it.  
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Katrin Berg

CX Expert, Former Head of Customer Experience at PostNord
Independent Consultant

17:00 - 17:10 CLOSE OF WORKSHOP DAY – SEE YOU TOMORROW!